Executive - Customer Service

Role & responsibilities

Brief Job Description:

We are looking for enthusiastic and customer-focused Outbound Associates to join our Customer Service team. In this role, you will be responsible for making outbound calls, engaging with customers/associates, understanding their requirements, and communicating relevant product and process-related information clearly.

The role requires strong communication, active listening, effective probing, and the ability to handle conversations confidently. The candidate should be comfortable explaining information, addressing queries, conducting follow-ups, and maintaining a positive experience during interactions.

Key Result Areas:

• Make outbound calls and engage with customers/associates in a professional and courteous manner.
• Communicate product and process-related information clearly and confidently.
• Use effective probing and active listening to understand requirements, queries, and concerns.
• Explain relevant product features, benefits, and process information accurately.
• Handle customer/associate queries, objections, and concerns with patience and professionalism.
• Conduct timely follow-ups as required.
• Maintain accurate records of calls, interactions, feedback, and follow-ups in the CRM system.
• Ensure all interactions are handled as per defined processes and quality standards.
• Achieve assigned targets related to outbound calling, engagement, follow-ups, and other defined KPIs.
• Share relevant feedback and insights with internal teams to support continuous improvement in customer/associate experience.

Preferred candidate profile

• Prior experience in outbound calling, customer service, BPO, telecalling, or similar roles.
• Familiarity with CRM tools and telephony systems.
• Strong communication, probing, and active listening skills.
• Ability to quickly understand and explain new products and processes.
• Good interpersonal skills and confidence while interacting with different types of customers/associates.
• Ability to handle challenging conversations professionally.
• Proactive approach with a focus on providing a positive interaction experience.

Team player with the ability to work collaboratively with internal teams.